JIRA Service Desk Software

Jira Service Desk is an IT service management solution that assists IT and service teams in incident management, problem management and change management. The solution offers both cloud-based and on-premise deployments.

Jira Service Desk’s self-service feature allows customers to self-resolve tickets and queries by accessing the knowledge base. The system helps service teams automate repetitive tasks.

Jira Service Desk’s reporting features create dashboards that provide performance metrics to enable timely corrective actions and prevent bottlenecks. This solution provides real-time collaboration and assists in sharing information within teams. The self-service portal allows employees to request help, search the knowledge base, and track progress on issues. Users can link JIRA service desk tickets to JIRA software issues and keep development and IT connected for fast issue resolution.

Jira Service Desk integrates with Hipchat to provide real-time alerts and notifications that can be accessed from mobile devices. The software provides add-ons such as Zephyr, Scriptrunner, Sauce, and Testrail. Pricing is per month. Support is offered via email.

Jira for issue tracking

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We use jira for bug tracking and issues maintenance and it has been a great help so far

Pros

It really easy to keep tracks of bugs and user stories and tasks in one place categorized by the board. And automated emails will be sent according to the changes to an assigned particular task. Other plugins also can be integrated to support

Cons

And the learning curve is high for beginners due to the complexity of the features. The usability aspect can be improved.

Jira is great for tracking issues, bugs and project progress

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Pros

You can customize the system to work with your business. Its great for Agile and allows for a progress tracking of issues from start to finish. It also integrated with sales-force so you can add affected cases to your jira ticket.

Cons

It can be difficult to search for issues in Jira, if you dont remember your ticket number plan to spend some time looking.

Best solution in market for any Digital/IT company

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Pros

1) Extremely well thought of ticket management via Epic links, project buckets etc
2) Issue collector functionality that can be directly embedded to websites and web portals
3) Tickets can be linked with other Atlassian products like a Conflience page or bit bucket
4) Easy to create and manage sprints

Cons

1) Third party integrations are not available/limited like that with google drive etc.
2) There are few free solutions that offer something similar. Not as rohbust as JIRA but might still do the job for few.

It is a powerful tool

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It's great for collaboration and seeing how progress is going on a project, as well as reporting on issues that a team is working on. It's great for maintaining the history of work on a project/software project.

Cons

The standard layout of fields on issue types keeps non educated users of Jira in a silo mode about the capabilities on Jira which narrows their mindsets on what an be achieved with Jira.

Excellent for big projects.

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A very compelta application, useful for small and large teams, but more thought for the big ones, allows you to have a complete follow-up of your project, apply agile methodologies and correct errors and have a record of them, it is excellent, use it and you will like it!!

Pros

Jira has very useful tools for managing projects, in my opinion you exploit its advantages when they are big teams, its main advantage is the follow-up to the development and progress of the projects, the errors that arise during the development process and the management operational, it helps you see more, to improve development times and correct errors for your next project, also has free trials so you can enjoy its benefits.

Cons

The truth is that it is a very complete program, but I think your biggest benefit is when you are big projects, if you are a small team I think other tools will be better suited, besides the price is a bit high.

Review Source

Donald from Rialto
Specialty: Other
Number of employees: 11-50 employeesEmployees number: 11-50 employees

March 2018

March 2018

Jira is great!

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A strong recommend from us. Simplifies so many things internally.

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We have been using Jira to organize internal workflow and project manager for months. It has proven incredibly useful for our marketing directors in house and on location.

Tool for the Customer Service Era

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Lots of bang for your buck. This a great tool at a reasonable price and it is highly customizable.

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Amazing tool and a fantastic interface. They have really adopted Jira into a very strong and positive experience for the end user making it easier to provide better customer service. We use this as a ticket/RMA/Customer experience tool and have had loads of success.

Cons

Initial setup can be tricky. From a development standpoint, not a ton that you have to do but some development is required. The SFDC integration is fairly straightforward but can have challenges by way of custom variables and data transformations.

JIRA makes providing service easy!

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Our intake team would not be able to survive without JIRA Service Desk. We direct all employees to the platform with any technical issue they have, and it keeps all of the requests organized and streamlined. We really like the collaboration functionality since we often have multiple people working on the same ticket, and being able to upload files and screenshots of the user experience makes working through the reqs a million times more efficient.

Cons

The downside is when JIRA is making a system update on the backend, it impacts the whole system for a while which puts a stop to our work temporarily. They usually fix bugs in a very timely manner and try to do entire upgrades over the weekend as to not interrupt workflow.

Absolutely, JIRA is a leader in product management and bugtracking

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Our company use it to track bugs or issues. My team has the ability to track the problems of the project and monitor the progress of each task, as well as monitor the implementation of the tasks set by any performer at any time. They quickly provide customer support and provide excellent service when we need it.

Cons

It takes a long time to learn how to use JIRA effectively, because of the rich functionality, it is sometimes hard to find what you need.

Review Source: GetApp

December 2018

December 2018

JIRA Service Desk is Today’s Go-To Ticketing Software

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I use JIRA to document my support tickets and project tasks.

Pros

I like how the GUI resembles social media websites. It makes documenting support tickets more fun.

Cons

The notifications were a bit generic where I wasn’t sure if the ticketing being updated was assigned to me or if I was just a watcher on the ticket.

Cons

Service Desk, a great intake tool for Jira

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We needed a way to take in user issues and then sort them into the teams that need to handle them. Service desk provides a great interface for our current issue tracking system, so it was a no-brainer.

Pros

We use this software as a front-facing user portal to submit bugs, hardware issues, service requests, etc. I find that it performs this task admirably.

Cons

The system for queueing things is clunky until you figure out it's features, then it's a little slow. I would love the ability to define custom actions on the issue page to remove multiple click issue transitions, like 'transfer to x project'

Review Source: Capterra

Heather from TWO MEN AND A TRUCK®Number of employees: 1,001-5,000 employeesEmployees number: 1,001-5,000 employees

November 2018

November 2018

Flexible and customizable without complication

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We tried both JIRA Service Desk Cloud and Server but chose server so we could maintain our own data. Both products allow us the ability to track support tickets and internal projects across several departments. JIRA's basic features are good, but some of our features required we purchase add-ons. For example, we needed the ability to export reports in formats that the basic reports did not allow, needed to display specific reporter information on each issue, and the ability to CC, BCC, and set importance on an email notification. This was all possible with add-ons.

Service desk problems solved

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nil.

Pros

Flexibility: we were able to effectively shoe horn Jira into our business to cover all "works" requests which included; IT help requests, building maintenance, truck maintenance and fuel equipment maintenance.

Cons

I would have liked to be able to create my own "Local" users for my staff so they could login to my Jira with that, instead on everyone making their own cloud accounts.

Great software with an unfair pricing model

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We are using JIRA service desk to disconnect the business departments from the detail of the IT department. Tickets are logged and then broken down and assigned into the IT team to be completed. Business users have a single interface to work with that is simple and only shows them the information that they need.

Pros

JIRA service desk provides seamless integration of consumer support and back end developer workflow processes.

Jira Service Desk Review

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It is an excellent ticketing system, easy to use, and track incidents.

Pros

I used this software when I worked on a technical support help desk. I liked that the dashboard functionality and the ability to customize your view. There is a variety of widgets that are supported that assist with efficiency.

Cons

Our company worked with a separate company that also utilized this product. We created separate incidents in both systems if their assistance was needed. We noted each ticket with the relationship to the other's Jira system. While working in two systems was a con in regards to ease of use, this is not a fault of the software itself as there are obvious security issues in linking two companies together.

Good if you're already in the JIRA/Atlassian ecosystem

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Pros

* Great customer portal
* Links up with Confluence as a knowledge base (Be sure to get all of your permissions triple-checked before unleashing this to your customers)
* Easily integrates to JIRA, if your dev team is set up on this

Cons

* Poor documentation
* Default responses show to customers, so be careful!
* Seems more apt for internal IT support rather than customer facing SaaS companies

Review Source: Capterra

November 2018

November 2018

Nice that it works with Jira, but not much else is great

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We love that it combines with so well with Jira primary software. We use Jira extensively and this integrated very nicely into the rest of our workflow.

Cons

It doesn't have a lot of functionality and is very hard to use, so we're not very happy with the actual Service Desk side.

Review Source: Capterra

November 2018

November 2018

Useful Tool That We Have Come To Rely On

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We use Jira to manage our development projects and support requests. It's the best tool we've come across for the job.

Pros

Clear presentation of data. Good reporting features. Great collaboration for teams in remote locations.

Cons

Setting up some elements can be a little complicated, but that's all I can think of.

Review Source: Capterra

October 2018

October 2018

Not Great for Helpdesk Purposes

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I looked forward to setting up JIRA Service Desk as a welcome challenge to create a helpdesk ticketing system from scratch. They have some presets for you to choose from, but only a couple of them were applicable to the way we do business out of the box. I enjoyed that I was able to create workflows to make automation easy/possible. However, I was constantly running into configuration confusion when trying to piece together the parts that make everything work properly; the admin console was often hard to navigate. Licensing was also an issue for us. We were using the cheapest version of the software because there were only two administrators using the software, and the price spike didn't warrant more licensing. However, I wanted to be able to assign users to specific roles within a ticket so they would be able to receive status emails, but they were unable to watch or approve tickets because the console did not recognize them as properly licensed users. To me, licensed users should not need to include managers who may need to watch or approve certain tickets, but Atlassian's structure is not setup this way.

Pros

I liked that I was able to build out workflows in order to make managing tickets more automated.

Cons

It was often hard to configure, and licensing makes approval processes very restrictive.

Cons

Dig Deep Before Buying

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It has solved some of our immediate business needs out-of-the-box or with moderate configuration effort. But as a full solution it is missing a handful of simple, but crucial, features. It definitely "feels" like a second version. It needs a third.

Pros

JSD is relatively intuitive and easy to learn without needing tons of documentation. Initial pricing is attractive. A decent plugin community fills some gaps, but be expected to pay on top of the initial JSD pricing.

Cons

Many "obvious" features are either missing or do not work as expected.

For example: in many cases, once an internal user is added to an issue, they no longer receive notification about internal comments. This is completely unintuitive, unexpected, and has caused many people frustration: https://jira.atlassian.com/browse/JSDSERVER-3410

Another example: Email traffic about an issue is *always* public. Do not allow your staff to reply to JSD's emails as customers will also get emailed a copy! https://jira.atlassian.com/browse/JSDCLOUD-3499

The worst part is, despite there being a few years' of discussion, and new comments added monthly by newly-affected JSD customers, Atlassian has no comments on the issues.

In some cases a plugin (more $) can help, but in some cases even the plugin manufacturers can't help as JSD doesn't expose enough info in their plugin API.

Review Source: Capterra

October 2018

October 2018

Manage your project tasks efficiently

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Pros

Easy to manage and assign different people to tasks
Great features: batch updates, dashboards and follow issues
This tool allows to create and manage agile project
Easy to configure and use

Cons

Search scripting is dificult to use. Sometimes you need to search an old task and it can be hard.

Review Source: Capterra

Peter from University of St AndrewsNumber of employees: 501-1,000 employeesEmployees number: 501-1,000 employees

October 2018

October 2018

Good, but hard to master, issue / ticket system

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Pros

Past communication between ourselves and our clients via Jira SD can be easily navigated and searched, especially useful when the issue stretches over several months, even years.
We've been using Jira SD for years now and have no intention of switching, even after all of its short-comings we still find it extremely useful.

Cons

Rather hard to use when new to the product, the UI really isn't intuitive at all. When trying to get non-techy people to use this they find it nearly impossible to navigate.
If users are left to their own devices without clear guidance and training this system very quickly turns into a busy, even harder-to-use system.

Honest review

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Overall I would recommend Jira, it can be time consuming to initially set up, once that is done it's smooth sailing.

Pros

As a software Tester, I have found over the years that Jira is essential for tracking bugs with our developers and seeing which issues are ready for deployment. This softaware can be used really for any type of business.

Cons

Creating Custom search filters was the hardest part, as there was not a lot of documentation at the time. I feel like there are a lot of features that are in the software that we do not utilize due to the lack of documentation.

My Feedback

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I like being able to expose the project to non-licensed users and support a broad customer base.

Cons

- Search for customers is too rudimentary
- Not able to pre-populate fields on form entry
- Customer view page layout lacks details
- Unable to use fields like the project field since the customer is not a licensed user.
- Cost per service desk license on top of jira software license is high
- Assigning organizations to customers is not easily accomplished
- Through REST API, the name field for customer is populated with a global id versus a name